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4.9 UCD CALL STATISTICS

CALLS IN QUEUE NOW

How many calls are currently in queue. This statistic is a real time statistic and so will not print on a report.

ABANDONED CALLS

This shows the number of callers that reached the UCD group, but hung up before being answered. A high num-
ber probably means that there are not enough agents available and the wait time is too long.

AVERAGE RING TIME

This is calculated from the time an agent begins to ring until the time an agent answers the call, this does not
include ringing at an agent station that does not answer or is logged out because of the ring next option.

NUMBER OF TIMES ALL AGENTS BUSY

This is the number of times that a call is placed to an UCD group and all agents are busy or out of group.This check
is made when the call is first placed to the group.

Example: If there are 5 members in a group, 3 are Out of Group one is busy and one is idle, and a call is placed to
the group, because there is an idle station the all agents busy counter is not incremented.

If the idle station rings, does not answer and is logged out, although the condition of the group is now all agents
busy, the check has been made and the agent busy statistic does not increment.

Also if a call comes into a group with all agents busy and then one becomes idle, the busy counter will increment
because the check has been made.

AVERAGE TIME IN QUEUE

This is calculated as an average of all the calls that were in queue.

Note that this is ONLY an average of the calls that were in queue. The caller must have overflowed to the UCD
recording to be considered in queue.

A call is considered in queue until it is answered or until it goes to the final destination.

TOTAL CALLS RECEIVED

The total number of times that calls were sent to a group. This includes calls that were answered by the group,
calls that went to a group with all agents busy or out of group, calls that are abandoned and calls that go to UCD
final destination. This includes intercom calls to the UCD group.

If this number is less than the total calls received by all the agents it is possible that calls were transferred from
one agent to another.

If this number is more than the total calls received by all the agents it is possible that calls were unanswered by
an agent and went to final destination or callers hung up while in queue.

4.58

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Содержание OfficeServ 7200-S

Страница 1: ... information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA SAM SUNG TELECOMMUNICATIONS AMERICA disclaims all liabilities for damages arising from erroneous interpretation or use of information presented in this manual OfficeServ TM 7200 S General Description Supports Software Version 4 40 or Higher Home Page ...

Страница 2: ...make changes in design or components of equipment as engineering and manufacturing may warrant Copyright 2007 2010 Samsung Telecommunications America All rights reserved No part of this manual may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retrieval systems without express written permission of the publisher of ...

Страница 3: ...TERFACE 2 4 2 6 STATION EQUIPMENT 2 7 2 6 1 DS 5000 SERIES EQUIPMENT 2 7 2 6 2 iDCS SERIES EQUIPMENT 2 9 2 6 3 DCS SERIES EQUIPMENT 2 11 2 6 4 OFFICESERV SMT i IP SERIES EQUIPMENT 2 12 2 6 5 OFFICESERV SOFTPHONE 2 15 2 6 6 OFFICESERV WIRELESS 2 15 2 6 7 SIP DEVICES 2 17 3 SPECIFICATIONS 3 1 ELECTRICAL SPECIFICATIONS 3 1 3 1a I O VOLTAGE OF PSU 3 1 3 1b I O VOLTAGE OF OFFICESERV 7150 3 1 3 2 DIMENS...

Страница 4: ... ANI NUMBER 4 56 4 8 SAMPLE OF UCD EMBEDDED REPORT 4 57 4 9 UCD CALL STATISTICS 4 58 4 10 UCD AGENT STATISTICS 4 60 4 11 SAMPLE TRAFFIC REPORT 4 61 4 12 TRAFFIC REPORT OVERVIEW 4 62 5 DATA MODULE FEATURES 5 1 PLIM PLIM2 FEATURES 5 1 5 2 PLIM2 5 1 6 GENERAL USER INFORMATION 6 1 RADIO FREQUENCY INTERFERENCE 6 1 6 2 FCC REQUIREMENTS 6 1 6 3 TELEPHONE COMPANY INTERFACES 6 1 6 4 MUSIC ON HOLD WARNING 6...

Страница 5: ...rise Combine these technologies with Samsung s Wireless LAN IP Handsets embedded Voice Mail Application a suite of OfficeServ Computer Telephony applications and much more all in one powerful plat form A COMPLETE VOICE SOLUTION FOR THE ENTERPRISE FIGURE 1 1 OfficeServ Web Management Web Browser Voicemail AA Data Services 4 Port Switch 4SWM Applications OS Call OS Operator OS EasySet OS Dataview OS...

Страница 6: ...uct quality and long life Samsung s customary large easy to read displays and LEDs in the button design make them much easier to use In many instances sophisticated features are made simple through the use of friendly display prompts or push on push off feature keys The OfficeServ 7200 S includes all of this PLUS the same robust time proven market tested feature package offered on the OfficeServ 7...

Страница 7: ...2 6 provide six 6 slots each with each slot pro viding 8 ports communication channels Virtual Cabinet Slots Virtual devices are stations and trunks that exist in the software database but do not require a physical connection to cards in the cabinet The available virtual device types are as listed below 1 Single line telephone SLT 2 Digital telephone DGP 3 IP telephones WIRED ITP 4 Wireless IP hand...

Страница 8: ...ent Figure 1 5 indicates the virtual stations and trunks that can be assigned to each virtual cabinet and slot Each vir tual slot can be assigned 8 devices of the same type Default Selection is noted with FIGURE 1 5 1 4 Home Page ...

Страница 9: ...H 323 Trunks Analog Trunks 60 Digital Trunks PRI Only 46 Networking Trunks SPNet 46 COMBINED TOTAL OF ALL TRUNKS TYPES CANNOT EXCEED 60 MAXIMUM STATIONS TRUNKS VOICE MAIL 130 Other Devices Networking Nodes I SPNet via QSig I SPNet via IP 99 99 Uses available PRI card slots Limited by IP Address Table MMC 820 Media Gateway Ports 54 Required to connect an IP phone to a TDM device including paging an...

Страница 10: ...rtual slots x 8 ports 64 Max of WLAN Phone Ports 64 8 virtual slots x 8 ports 64 Max of SIP Station Ports 64 8 virtual slots x 8 ports 64 MAX OF STATION PORTS CANNOT EXCEED 64 Max of VM Ports 6 Embedded on the MP20S MAX STATION TRUNKS VOICEMAIL 130 64 STATIONS 60 TRUNKS 6 VM 130 Max of MGI Ports 54 6 MGI Embedded requires MGI license and or OAS cards MAX OF MGI PORTS CANNOT EXCEED 54 Max of Virtua...

Страница 11: ...ion Tool IS Tool This application can be loaded onto any high performance PC that meets the minimum requirements and the application is used only to program the telephone system from anywhere in the world provided there is a LAN WAN or modem con nection This permits technicians to program the phone system modify the customer database or download save the entire customer database to a file This fil...

Страница 12: ...ems All keysets can be used on the larger OfficeServ 7000 systems Features and operation are the same so there is no need to retrain users See the OfficeServ 7200 or OfficeServ 7400 General Description for more details Some cards can migrate to the OfficeServ 7200 and OfficeServ 7400 while others can not Consult with an OfficeServ certified installation and service company for details 1 8 Home Pag...

Страница 13: ...tion that do not have a LAN connection This is the same modem card used in the other OfficeServ systems If the 4SWM is installed the switch and LAN is automatically connected by way of the backplane In addition it may be used as a backup for LAN connectivity 2 2 1 EMBEDDED APPLICATIONS VOICEMAIL AUTO ATTENDANT The MP20S processor has the voicemail and automated attendant application embedded onto ...

Страница 14: ...two 2 MPS channels The feature is enabled in KMMC 861 or Installation Tool menu 2 1 5 System Options by setting MPS SERVICE to ON In addition the NO MPSÔ MGI setting determines if the system should attempt to use an MGI channel when all MPS channels are busy or return an ALL TRUNKS BUSY error message tone when all MPS channels are in use Both settings default to YES When MPS SERVICE is enabled a n...

Страница 15: ... installed in any of the five slots on the UNI card for a total of 12 ports per UNI card This type of slot configuration allows the customers to grow or expand in 4 port increments Customer can start out and configure the system as a 4 line by 8 station system and later expand to a 8 by 16 configuration and beyond Each slot can be used as a voice trunk line board or voice station board depending o...

Страница 16: ...O lines interface circuits with C O discon nect detection It also contains the circuitry need ed for Caller ID The 4TRM can only be inserted in any of the three slots on the UNI card Each port on this card is intended for connection to Telco See installation manual for details 4SWM DATA MODULE The OfficeServ 7200 S supports one enterprise class data module The 4SWM can be combined in the same cab ...

Страница 17: ...ble DSP s the OAS card provides 32 DSP s dedicated to providing 64 Media Proxy Service MPS channels The OAS card can be installed in universal slots 3 4 or 5 of the OfficeServ 7200 S cabinet A maximum of 3 OAS cards can be installed allowing up to 96 Executive MOBEX users 48 MGI channels or a mixture of each and up to 192 MPS channels Every call that uses MPS service will actually use two 2 MPS ch...

Страница 18: ... installation man ual for details The OfficeServ 7200 S supports Caller ID to single line telephones The 16MWSLI is not hot swap pable 8COMBO2 This card has a combination of eight dedicated digital stations ports 1B D for Samsung Digital Keysets and eight dedicated analog station ports for industry standard single line telephones or other analog devices This card installs in any universal slot in ...

Страница 19: ...associated soft keys and a scroll key 14 programmable keys with tri colored lights Five fixed function keys Terminal Status Indicator Built in speakerphone Optional Full Duplex speakerphone module Eight selectable ring tones UP DOWN buttons for digital control of speaker handset and ringer volumes Desk or wall mounted DS 5007S KEYSET see Figure 2 7 32 character display 2 x 16 with three associated...

Страница 20: ...eyset to provide addi tional programmable keys The maximum number of DS 5064B AOMs per system is limited by the available DLI ports Note This AOM can be used with an IP keyset The cosmetic design matches both the DS 5000 and the ITP 5100 keysets A DLI port is required for this AOM 2 8 FIGURE 2 8 Home Page ...

Страница 21: ...ored lights Four fixed function keys Terminal Status Indicator Built in speakerphone Eight selectable ring tones UP DOWN buttons for digital control of speaker handset and ringer volumes Desk or wall mounted Available in dark gray or light gray iDCS 8D KEYSET see Figure 2 11 32 character display 2 x 16 with three associated soft keys and a scroll key 8 programmable keys with tri colored lights Fou...

Страница 22: ...umber of iDCS 64B AOMs per system is limited by the available DLI ports Requires a DLI port Available in dark gray iDCS 14B STRIP See Figure 2 13 14 programmable keys with red lights A maximum of one can be added to any 28D or 18D keyset to provide additional programmable keys Does not require a DLI port Available in dark gray 2 10 FIGURE 2 12 FIGURE 2 13 Home Page ...

Страница 23: ...itoring box Provides contact control to be used with customer provided electric door lock Door phone is wall mounted Door phone is weather resistant 2 6 3 DCS SERIES KEYSETS Samsung s earlier DCS model phones and AOMs version 1 2 or higher will work on the OfficeServ 7200 S system Note This AOM can be used with an IP keyset The cosmetic design matches both the DS 5000 and ITP 5100 key 2 11 FIGURE ...

Страница 24: ...ogs voicemail directory etc Supports Gigabit adapter for large data transfer FIGURE 2 18 SMT i5220 see Figure 2 18 Dynamic phone suitable for customer service or other call intensive areas requiring multiple lines for diverse functions Easy navigation similar to Samsung mobile phone Customizable soft keys and hard buttons Supports Gigabit adapter for large data transfer XML browser FIGURE 2 19 SMT...

Страница 25: ...nd personalization Caller ID with photo visual phone book Downloadable ring tones and pictures XML Browser Supports Gigabit adapter for large data transfers FIGURE 2 21 SMT i5264 see Figure 2 21 64 programmable keys IP add on module Powered by PoE or external AC adaptor max 5 8W Registered as a Samsung IP Phone High Angle 7 7 H x 5 4 W x 5 1 D Low Angle 5 2 H x 5 4 W x 7 6 D Can be used with any I...

Страница 26: ...2 No Yes Yes Yes Yes Gigabit Adaptor No Yes Yes Yes Yes HD Voice G 722 No Yes Yes Yes Yes PoE Yes Yes Yes Yes Yes External USB Port No No No No One Support USB Bluetooth Dongle No No No No Yes Support USB Camera No No No No Yes Import Export Phone Book to USB Memory No No No No Yes Wall Mount Yes Yes1 Yes1 Yes1 Yes1 Two Positions Desk Mount No Yes Yes Yes Yes Phone Books Items 100 100 100 100 500 ...

Страница 27: ...table and practi cal solution 2 6 6 OfficeServ Wireless DUAL BAND AP SOLUTION WIRELESS DUAL BAND ACCESS POINT SMT R2000 See Figure 2 23 The wireless access point SMT R2000 provides wireless coverage to the building It supports IEEE 802 11a b g WLAN standard for both voice and data It gives priority to voice packets The quality of the service for voice is always guaranty Highlights of SMT R2000 Fea...

Страница 28: ...d Number Display Call Waiting Voice Mail Indication Hot Key for Voice Mail Access System Hold Call Transfer Call Forward Call Mute Call Pick Up Do Not Disturb Dynamic Soft Keys Hard keys for TRANSFER HOLD and CONFERENCE Redial Pre Dial Local Phone Book with 2 400 Entries Each entry can store 3 phone numbers There is a total of 800 phone numbers Hold Key for Vibrator Function 99 Incoming Call Log 9...

Страница 29: ...dedicated to special features such as conference buttons These types of but tons rarely conform to the standard SIP protocol and exist to provide enhanced features in specific manufac turer s systems These buttons may or may not work with Samsung systems and as such are not supported Only basic call delivery and acceptance can be guaranteed SIP Basic Functions SIP Supplementary Functions I Registr...

Страница 30: ...3 A The specifications of the power I O are shown in the table below 3 1 3 1a I O VOLTAGE of the PSU PSU OfficeServ 7200 S Input Voltage 110 V AC 48 VDC for Battery Backup Output Voltage 48 V 2 2 A 54 V 0 4 A Backup 5 V 8 A 3 3 V 10 A 12 V 0 4 A 56 V Backup 0 4 A FIGURE 3 1 3 1b I O VOLTAGE of OfficeServ 7150 PoE Power Supply Rated Output for AC Operation 1 Module DC 54V 7 5A 2 Module DC 54V 15A B...

Страница 31: ... 3 2 System Cabinet HEIGHT WIDTH DEPTH OfficeServ 7200 S Cabinet 4 87 17 32 16 14 3 3 ENVIRONMENTAL LIMITS OPERATING TEMPERATURE 32 113 F 0 45 C STORAGE TEMPERATURE 14 122 F 10 50 C HUMIDITY 10 90 Non Condensing 3 4 CABLE REQUIREMENTS EQUIPMENT CABLE AWG MAX FEET MAX METERS DIGITAL KEYSET 1 PR TWISTED 24 1300 400 ADD ON MODULE 1 PR TWISTED 24 1300 400 SINGLE LINE STATION 1 PR TWISTED 24 3000 1 KM ...

Страница 32: ...tones to notify the users of the status of functional opera tions The ON OFF cycles of currently specified tones are shown in the table on the next page Note The ON OFF cycle can be adjusted by changing the values of the system database 3 3 3 5 1a SYSTEM RING CYCLES RING ON OFF CYCLE TRUNK LINE RING 1000 2000 ms STATION RING 400 200 400 3000 ms DOOR RING 400 200 400 200 400 2000 ms ALARM RING 400 ...

Страница 33: ...D GREEN STEADY RECALL AMBER 500 ms 500 ms CALL ON HOLD RED GREEN 500 ms 500 ms RINGING C O CALL GREEN 100 ms 100 ms RINGING INTERNAL CALL GREEN 100 ms 100 ms DND INDICATION RED 112 IPM for 500 ms 500 ms OPERATOR CALLS RED 100 ms 100 ms ANS RLS DND RED 112 IPM for 500 ms 500 ms ANS RLS HANDSET MODE RED STEADY TRSF FORWARD ALL RED STEADY Home Page ...

Страница 34: ...andon Lists 100 CID Name Translation Entries 1000 Call Buttons per Station 8 Call Logs Entries 2000 OfficeServ 7200 S Feature Capacities Call Log per Station 50 Tenant Groups 1 Ring Plans 6 Programmed Messages 15 10 5 AOM Pairs per Station 4 Call Cost Digit Entries 500 Call Cost Rate Tables 8 PBX Access Code Entries 5 Special Code Entries 10 Emergency Override Code Entries 8 Holiday Entries 60 Cla...

Страница 35: ... List Caller ID on SMDR Number to Name Translation Caller ID to PSTN Caller ID to Analog Port Caller Identification Caller ID Calling Line Identification CLI PRI Caller Emergency Service ID CESID Centrex PBX Use Chain Dialing Chain Forward Class of Service Common Bell Control Computer Telephony Integration CTI OfficeServ Link OfficeServ DataView OfficeServ EasySet OfficeServ Call OfficeServ Operat...

Страница 36: ...day Schedule Temporary Override Ring Over Page Secretary Pooling Simultaneous Ringing See OS Connect Single Line Connections SIP Services Speed Dial Numbers Station List System List Speed Dial by Directory Station Hunt Groups Distributed Sequential Unconditional Station Message Detail Recording SMDR Station Pair System Alarms System Maintenance Alarms System Directory Toll Restriction By Day or Ni...

Страница 37: ... account codes are not required to make outgoing calls but may be used if desired This is also the method used to assign an account code to incoming calls These account codes can contain the digits 0 9 and ACCOUNT CODE KEY The account code ACCT key can be programmed on any keyset and will appear as a soft key on display key sets This key allows the user to enter account codes without interrupting ...

Страница 38: ...n if the AA group is busy when the reminder call is answered the system will play a designated MOH source to the user Alternatively System programming can define an external music source to be played when the Appointment Reminder is answered AUDIO RINGBACK TONES Audio ringback tones allow a caller to hear a custom recording in place of standard ringback tone when call ing to the OfficeServ system ...

Страница 39: ... and historical reports are available to assist supervisors in managing a call center See Call Center AUTOMATIC HOLD While a keyset user is engaged on an outside C O call pressing another trunk key route key or CALL button automatically places the call on hold when Automatic Hold is enabled Pressing TRSF CONFERENCE PAGE or a DSS key always automatically places a C O call on hold Intercom calls can...

Страница 40: ...dis plays NOTE Some features require optional hardware or software Ask your authorized Samsung Dealer for details Agent Busy Manual Wrap Up Key This UCD group feature allows an agent to have a programmed button that when depressed will remove the keyset from free status within the group The agent can depress the button again to return the keyset to free status This provides a method for agents to ...

Страница 41: ...each group and one station can be given supervisor status for mul tiple UCD groups The group supervisor using a display keyset can log agents in and out of the group in real time to help manage the workload Printed Reports UCD supervisor positions using a display keyset may run printed reports to a customer provided printer showing the data available from the supervisor displays These reports can ...

Страница 42: ...esignated destination If desired the destination station may redirect the call back to the forwarded sta tion by using the transfer feature The forwarded station user can continue to originate calls as usual If no key is programmed as Forward All the TRSF key lights steady when a Forward All condition is set Busy This feature forwards all calls only when the station set is busy The station user ca...

Страница 43: ... hold at a station other than the station placing the call on hold This feature allows calls to be answered at one keyset and placed on hold at another station This allows time for the user to proceed to that station or allows the party that the call was intended for to have that call placed at their station The call or trunk button will flash at the remote hold station NOTE Intercom calls cannot ...

Страница 44: ...00 S via an ISDN PRI circuit configured for both way DID connect ed to the TEPRI TEPRIa card This is a service where the telephone system sends a number usually a call back number to the Public Service Answering point PSAP when a station user dials 911 This number is associated in the PSAP with a location indicating exactly where the call originated This allows the emergency services to respond di...

Страница 45: ... nect the call or hang up Abandon Call List The system has a system wide abandon call list that stores Caller ID information for calls that rang but were not answered The list is accessed using the administrator s passcode When reviewing this list you are pro vided options to CLEAR the entry or DIAL the number You can see the NND key to toggle between the Caller ID name number and the date and tim...

Страница 46: ...BX USE CENTREX and PBX lines can be installed in lieu of central office trunks CENTREX and PBX feature access codes including the command for hook flash FLASH can be stored under one touch buttons Toll restriction pro gramming can ignore PBX or CENTREX access codes so that toll calls can be controlled when using these services CHAIN DIALING Keyset users may manually dial additional digits followin...

Страница 47: ...ent server based application that supports both an end user GUI interface and industry standards such as TAPI The client application has support for a wide range of operating systems including Windows 2000 and Windows XP OfficeServ Operator OfficeServ Operator is a PC based attendant console that works in conjunction with either aTDM or IP Keyset OfficeServ Operator can support up to 20 OfficeServ...

Страница 48: ...or users with SMT Series IP stations If you have a webcam installed you gain video calling capability when talking to other users running OfficeServ Softphone OfficeServ Communicator s Softphone or UCPhone mode or users who have a webcam installed on their SMT i5243 station Synchronize your station phonebook with your OfficeServ Communicator phonebook your Microsoft Outlook contacts list or an LDA...

Страница 49: ...side lines and then exit the conference leaving the outside lines connected in an unsupervised trunk to trunk conference Split A keyset user can split a conference into separate outside calls then speak with each caller privately Then the individual calls can be conferenced again in any combination NOTE This feature requires individual trunk buttons and auto hold must be enabled CONFERENCE GROUP U...

Страница 50: ... twenty to a single circuit or small group of circuits The DID service must be provided by ISDN PRI trunks connected to the OfficeServ 7200 S TEPRI TEPRIa card Direct Dial In DDI This is the name given to the above three services when they are provided over an ISDN PRI circuit The OfficeServ 7200 S has an option to select which MOH source is played to callers to a specific DID num ber DID Call Lim...

Страница 51: ...ital keysets and analog stations may receive distinctive ringing based on the Caller ID number received or the DID number dialed DOOR LOCK RELEASE PROGRAMMABLE After answering a call from the door phone users can dial a code to activate a contact closure This can be used to operate a customer provided electric door lock release mechanism The contact closure timer is pro grammable from 100 2500 ms ...

Страница 52: ...e a new call FLEXIBLE NUMBERING System programming allows stations to have two three or four digit extension numbers beginning with the digit 2 or 3 Three digit default extension numbers begin with 201 and four digit defaults begin with 2001 Station group numbers can be three or four digits beginning with the digit 5 Using digits other than 2 3 or 5 will require the technician to change other defa...

Страница 53: ...tgoing calls only or both way service INDIVIDUAL LINE CONTROL Each station in the system can be individually programmed to allow or deny dialing out as well as allow or deny answering for each outside line IP KEYSETS The OfficeServ 7200 S system allows the use of Samsung proprietary keysets that use Internet Protocols IP for voice and data transport They may be local to the system or installed in ...

Страница 54: ... a PC requires the Installation Tool IT program The system can also be programmed remotely over the internet via the LAN card The Auto Attendant Voice Mail application can only be programmed with a personal computer using Internet Explorer 6 0 or higher connecting to the Web Management application embedded in the OfficeServ 7200 MP20S processor card Programming both the Auto Attendant Voice Mail a...

Страница 55: ...Serv systems provide a mobility solution using the SMT W5100E SMT W5120D wireless handset based on the voice over Wi Fi technology 802 11 It allows users to stay connected to the office telephone system or data network through WLAN access points either in the office location or at the remote office locations OfficeServ s mobility solution consists of three components wireless access points SMT R20...

Страница 56: ...ering the network of systems a discrete numbering plan must be used The size and complexi ty of the numbering plan as well as the number of stations and trunks may limit the actual number of nodes available to the network Auto Answer Across Network This setting will allow station to station calls across the network to follow the auto answer setting of the called keyset Call Completion Busy Station...

Страница 57: ...st be set for either Local Operator or Centralized Operator Attendant but not both Centralized Voice Mail with Message Waiting Lights This feature allows one Voice mail system to be shared by all stations in a multi node network This feature is only available with Samsung voice mail systems Users in one Node can call forward their calls to the voice mail system in another Node Messages left in the...

Страница 58: ...g inating system transfer recall timer expires After recalling if not answered prior to that systems atten dant recall timer expiring the call will recall to that systems designated operator group Attendant recalls will not recall to a Centralized Attendant Transfer Retrieve Calls on Transfer Hold during a screened transfer can be retrieved by pressing the call button for that call Voice Mail Tran...

Страница 59: ...ark orbits 0 9 These orbits can be used to park calls prior to paging and allows the call to be retrieved by dialing a park code plus the orbit number Calls parked in this manner can also be retrieved by dialing the park pickup code 10 plus the station or trunk number This feature is in addition to Call Park and Page POWER over ETHERNET PoE Both the OfficeServ PLIM and PLIM2 offer16 data switch po...

Страница 60: ... the purpose of making changes to the customer data Installation Tool is the proprietary programming applica tion used to access and manipulate the database The Installation Tool program connects to the system via LAN connection to the MP20S The embedded voicemail system is programmed remotely using Internet Explorer 6 0 or higher to access the embedded Web Management application RING MODES Time B...

Страница 61: ... connecting cus tomer provided equipment to these extensions compatibility should be checked out before purchase to ensure correct operation Central office ring cadence can be selected for SLT stations This is helpful when optional devices cannot detect OfficeServ 7200 S intercom ring cadence SIP SERVICES SIP Session Initiation Protocol Services are supported on the OfficeServ 7000 Series systems ...

Страница 62: ...e the sample printouts The SMDR output can be provided through the LAN port of the system The SMDR format contains many options that allow it to be customized for a company s individual needs Options to print include incoming calls outgoing calls in and out of group status change in DND status authorization codes and caller ID on incoming calls When Caller ID is enabled a wide carriage printer is ...

Страница 63: ...ide lines can be programmed for either tone or pulse dialing to meet local telephone company require ments TRAFFIC REPORTING The OfficeServ 7200 S system can store peg counts for various types of calls These peg counts can be print ed on demand daily hourly or up to three separate programmable shifts The report includes statistics for each trunk trunk group station station groups and page announce...

Страница 64: ...atistical and historical reports are available to assist supervisors in managing a call center See Call Center UNIVERSAL ANSWER Station users may dial the Universal Answer code or press the UA key to answer any outside lines pro grammed to ring the UA device The UA device can be a station group of stations common bell or ring over page VIRTUAL EXTENSIONS The OfficeServ 7200 S has a number of virtu...

Страница 65: ...3 bandwidth use when preparing voice compression for IP transport Compression is used to reduce the digitized voice into a smaller bandwidth that can be carried in smaller packets The VoIP gateway determines the compression method for each call setup There is also a certain amount of frame packet overhead in each compression channel 64K of bandwidth can support 6 7 calls simultaneously This can va...

Страница 66: ...erence Speakerphone Station Lock Terminal Status Indicator Tri Colored Lights Volume Settings Wall Mountable Keysets STATION FEATURES 4 32 4 2 STATION FEATURES DESCRIPTIONS ADD ON MODULES iDCS 14 BUTTON AOM The 14B AOM attaches to the right hand side of an iDCS 18D or iDCS 28D keyset and provides 14 buttons with red LEDs These buttons can be used for DSS keys speed dial bins or any key that does n...

Страница 67: ...a per line basis BACKGROUND MUSIC Keyset users may choose to hear music through their keyset speakers when optional external sources are installed Each user may adjust this level by the use of a volume control program at the selected keyset BUSY STATION CALLBACK When reaching a busy station callers may request a callback by pressing one button or dialing a code The system rings the caller back whe...

Страница 68: ...and or software may be needed for Caller ID CALL PICKUP With directed call pickup a user can answer calls ringing at any station by dialing a code plus that extension number The group pickup feature allows the user to answer any call ringing within a pickup group Pickup keys may be customized with extenders to allow pickup from a specific station or pickup group The OfficeServ 7200 S has 99 progra...

Страница 69: ...cess code to place his her station in a queue The user will be called back when the line is available a maximum of 100 callbacks are allowed system wide at one time including busy station and busy trunk LINE SKIPPING When the user is talking on an outside line and the automatic hold feature is turned off he she may press an idle line key and skip to that line without causing the previous call to g...

Страница 70: ...isturbed for the duration of the call Upon completion of the call DND is canceled and the station is returned to normal service This feature requires a programmed button ONE TOUCH DIALING KEYS Frequently used speed numbers can be assigned to one touch dialing keys for fast accurate dialing ON HOOK DIALING Any keyset user can originate calls without lifting the handset When the called party answers...

Страница 71: ...This operation can be manually repeated for a limited number of attempts as defined by system programming available to keyset users only MEMO REDIAL When you are calling directory assistance you can store the number you are given using the dial pad and SAVE number feature There is no need for a pencil and paper available to keyset users only SAVE NUMBER Any number dialed on a C O line may be saved...

Страница 72: ...ications Busy Off Hook Steady Red Intercom Ring Flashing Red Outside Call Ring Flashing Green Recall Ring Flashing Amber Message Waiting Flashing Red Do Not Disturb Fast Flash Red at 1 Second Intervals TRI COLORED LIGHTS DCS LCD 24B keysets have 16 keys equipped for tri colored LED indications green red and amber The DCS LCD 12B model has six of these keys and the DCS 7 button keysets have three A...

Страница 73: ...o a station group pilot number can be programmed in several ways to display various combi nations of the following information Station Group Number Name Caller ID Name Caller ID Number DID Name DID Number or specific combinations of the above Consult your Service Technician for setup options and operation Processing outside calls through Samsung Voice Mail System is required to receive Call for Gr...

Страница 74: ... is on hold or has been parked the user may view the Caller ID or ANI information before he she retrieves the call This will influence how the user chooses to handle the call CID ANI Review List This feature allows display keyset users to review CID information for calls sent to their stations This list can be from ten to fifty calls in a first in first out basis The list includes calls that were ...

Страница 75: ...n be selected by scrolling alphabetically through a directory list There are three directories 1 System wide speed dial list 2 Personal speed dial list 3 Station directory list This online phone book allows display keyset users to look up and dial any speed dial number or station in seconds DIALED NUMBER When an outside call is made digits are displayed as the user dials them If the display indica...

Страница 76: ...top the timer TEXT MESSAGING This feature allows two display keyset users to respond to each other with preprogrammed messages After receiving an Off Hook Voice Announcement or Station Camp On you may respond with a text message while continuing to talk and listen to your outside party The other station can view this message and take the appropriate action or respond back with another text message...

Страница 77: ...trunk 702 and has the option to add two more parties This station is transferring a call to John at extension 203 This station is receiving a call from extension 201 This station is setting the Do Not Disturb feature This station is speaking on trunk 703 209 Tim Kelly FRI 23 Sep 02 54 Call for 501 202 Mr Smith 203 Busy CBK MSG CAMP Conf with 203 John Transfer to 203 John DO NOT DISTURB ON OFF Camp...

Страница 78: ...stem or examine further NND information This display shows the information on the abandoned call list This call came in on May 25 at 9 41 on line 702 The user can CLEAR the entry DIAL the caller back or examine further NND information A M TALKING TO 203 BARGE DROP 13054264100 TRANSFER FM 201 This display shows a call from 1 305 426 4100 that has been transferred to you from station 201 05 25 09 41...

Страница 79: ... six members in the group Four of the members are currently logged in 202 Sondra STATUS OUT longest wait time is 02 24 The longest call on hold waiting to be answered was for two minutes 24 seconds This data applies to all calls since the supervisor data was last cleared It does not necessarily represent calls currently in queue 06 available 04 logged in 201 average call time 04 43 The average cal...

Страница 80: ...ated attendant can detect a fax call and transfer it to any extension in the sys tem This detection can be enabled in any menu and assigned to different destinations for each menu GLOBAL OPERATOR ACCESS Callers connected to the automated attendant can press 0 at any time to be transferred to the operator group This feature requires that a valid operator group be defined in MMC 600 INTERRUPTIBLE VO...

Страница 81: ...ool any time you need to collect specific information from a caller but do not want to devote a staff member to take the calls directly Answer messages can be prefixed with an optional header message which helps in transcription by preventing silence in the event the caller skips a question There is no fixed limit to the number of questions in a Q A application nor is there a fixed limit to the nu...

Страница 82: ... as directions to a customer VOICE PROMPT PROGRAMMING The OfficeServ 7200 S provides a robust telephone user interface TUI for automated attendant program ming This TUI allows administrators the ability to record prompts and change operating modes WEB PROGRAMMING Configuration of the OfficeServ 7200 S automated attendant and voice mail is performed through a web based application called OfficeServ...

Страница 83: ...ng a copy in the original mailbox Availability Schedule Administration Mailbox Answering Machine Emulation Automatically Forward Messages Automatically Log In Automatic Self Configuration Busy Station Queuing Callbacks Call Blocking Date Time Stamp Direct Messaging Quick Memos E Mail Gateway Find Me Flexible Numbering Plan Follow Me Grouping Sorting of Messages Group Mailboxes Individually Defined...

Страница 84: ...prevents the voicemail and automated attendant from trying to call the subscriber s keyset instead forwarding them straight to the subscriber s voicemail box DATE TIME STAMP All voicemail messages are stamped with the date and time they were received This information is spoken to the subscriber before the message by default but can be set to only be spoken upon request DIRECT MESSAGING QUICK MEMOS...

Страница 85: ...n provide additional functionality The display will be used to display notification of new messages Also when navigating the voicemail options the display will enable special soft key commands for faster navigation through the system MAILBOX BACKUP AND RESTORE The customer can backup mailbox data for archiving and restoration purposes MESSAGE DELIVERY OPTIONS When creating a quick memo or messagin...

Страница 86: ... set from 0 no minimum length to 8 digits This feature is useful for situations where enhanced security is required MULTIPLE ALPHABETICAL DIRECTORIES The OfficeServ 7200 S voicemail application allows the creation of up to 1000 unique directories These direc tories are used by both the voicemail and automated attendant applications to allow callers and subscribers to dial or message subscribers ba...

Страница 87: ...ptions for a subscriber s mailbox When callers reach the subscriber s voicemail they are presented with the ability to use these single digit options This feature is useful for giving callers the ability to dial other departments or access automated attendant functions PROGRAMMABLE MESSAGE RETENTION The administrator may set a specific time limit to store messages for a subscriber s voicemail box ...

Страница 88: ...ts delivery to any standard SMTP mail server Users can view these emails from any standard email client such as Microsoft Outlook The maximum length of an e mail gateway file attachment is 10 minutes E mail gateway messages of more than 10 minutes will only send a notification Two different Unified Voicemail email styles can be defined Notification Only emails include a complete detailing of both ...

Страница 89: ...1 219 726 03 21 13 56 11 00 05 38 T 1 296 725 03 21 13 54 40 00 07 06 O 3055922900217 1 219 717 03 21 14 03 57 00 00 15 O 19544530000 1234567890 Call Type Flag Definitions 0 Outgoing Call DE DISA call with error I Incoming Call T Transferred call that DI DISA call in was terminated DO DISA call out IT Incoming transfer FO Outgoing record of FI Incoming call forwarded to forwarded call an external ...

Страница 90: ...556420 PIZZA DELIVERY 1 235 03 21 13 57 50 DND OFF 1 279 6398 701 03 21 13 57 32 13 25 O 3056401066 1 219 03 21 14 00 45 GROUP IN 1 219 726 03 21 13 56 11 00 05 38 T 13055922900 SAMSUNG TELECOM 1 296 725 03 21 13 54 40 00 07 06 O 3055922900217 Call Type Flag Definitions 0 Outgoing Call DE DISA call with error I Incoming Call T Transferred call that was DI DISA call in terminated DO DISA call out I...

Страница 91: ...NSWERED CALL TIME TIME 01 210 JOHN 0002 01 55 00 05 02 211 SAM 0001 02 18 00 06 03 208 MIKE 0003 01 22 00 04 04 207 PETER 0001 03 16 00 05 UCD GROUP 515 SUPPORT FROM MON 03 Jan 08 30 TO SUN 02 Jan 02 54 CALL STATISTICS AVERAGE RING TIME TIME TO ANSWER 00 07 NUMBER OF TIMES ALL AGENTS BUSY 00005 AVERAGE TIME IN QUEUE 01 06 TOTAL CALLS RECEIVED 00023 LONGEST QUEUE TIME TODAY 01 02 TOTAL CALLS ABANDO...

Страница 92: ...d out although the condition of the group is now all agents busy the check has been made and the agent busy statistic does not increment Also if a call comes into a group with all agents busy and then one becomes idle the busy counter will increment because the check has been made AVERAGE TIME IN QUEUE This is calculated as an average of all the calls that were in queue Note that this is ONLY an a...

Страница 93: ...hen a caller starts to hear the first UCD message b Queue time ends when a caller is either Answered by an agent System gets disconnected from C O or Caller is transferred to final destination LONGEST QUEUE TIME NOW This shows the longest call currently in queue The queue time is calculated as follows a Queue time begins when a caller starts to hear the first UCD message b Queue time ends when a c...

Страница 94: ...he total number of calls answered by the agent This does not include ring no answer to an agent station If this total number is less than the calls received by the group it is possible that calls were unanswered by an agent and went to final destination or that callers hung up while in queue If this total number is more than the calls received by the group it is possible that calls were transferre...

Страница 95: ...ED 35 EXTERNAL PAGE USED 79 ALL PAGE USED 231 TRUNK GROUPS GROUP OUTGOING BUSY 9 1245 18 800 521 3 801 20 3 802 0 0 INDIVIDUAL TRUNKS TRUNK TRUNK NAME ATTA ANSD NOT ANSD OUTGOING BUSY 701 LOCAL 1 0 737 0 19 12 702 LOCAL 2 0 541 4 26 11 703 LOCAL 3 0 290 1 37 21 STATION HUNT GROUPS OUTSIDE CALL INTERCOM GROUP ANSD NOT ANSD ANSD 500 439 19 61 501 261 37 38 502 40 2 77 503 87 5 162 504 19 1 44 INDIVI...

Страница 96: ...re the same calls that would be flagged as abandoned in SMDR 5 OUTGOING TRUNK CALLS These are all outgoing trunk calls that were originated by any station or through the DISA feature Outgoing trunk calls are valid calls as defined by the SMDR START TIME in MMC 501 6 A SELECTED TRUNK WAS BUSY Pegged every time a trunk or trunk group was busy regardless of the man ner in which it was selected e g DT...

Страница 97: ... INDIVIDUAL TRUNKS 1TRUNK 2TRUNK NAME 3ATTA 4ANSD 5NOT ANSD 6OUTGOING 7BUSY 701 0000 0000 0000 0000 0000 702 0000 0000 0000 0000 0000 703 0000 0000 0000 0000 0000 704 0000 0000 0000 0000 0000 705 0000 0000 0000 0000 0000 706 0000 0000 0000 0000 0000 707 0000 0000 0000 0000 0000 708 0000 0000 0000 0000 0000 709 0000 0000 0000 0000 0000 710 0000 0000 0000 0000 0000 1 TRUNK A listing of each trunk in...

Страница 98: ...thin the system to the specific group number 6 ANSD This is a count of how many times an intercom call was answered by any group member of that spe cific group E INDIVIDUAL STATIONS 1 11 OUTSIDE CALL INTERCOM 2 3 4 5 6 7 8 9 10 12 13 EXT STATION NAME ATTA ANSD NOT ANSD DIALED ICM TRSF TRK TRK PICKUP ANS DIALED 201 0000 0000 0000 0000 0000 0000 0000 0000 0000 202 0000 0000 0000 0000 0000 0000 0000 ...

Страница 99: ...red to another trunk tie line This is called a trunk to trunk transfer This field gets pegged every time the station completes a trunk to trunk transfer 10 PICKUP This is a count of the outside calls that were picked up by the specific station Picked up calls are calls that are not ringing at your station but were answered by you This peg count is separate from the number of answered call in 5 of ...

Страница 100: ...rd The packets are categorized into emergent packets and non emergent packets and are then processed VLAN Virtual Local Area Network VLAN groups can be created to separate and group the physical ports of the PLIM PLIM2 Each VLAN group can be treated as if they were each a separate private LAN The VLAN removes the effects of unnecessary broadcast packets and configures a stable switching subnet onl...

Страница 101: ...70 UNAUTHORIZED MODIFICATIONS Any changes or modifications performed on this equipment that are not expressly approved in writing by SAM SUNG TELECOMMUNICATIONS AMERICA could cause noncompliance with the FCC rules and void the user s authority to operate the equipment NOTE Allowing this equipment to be operated in such a manner as to not provide for proper answer supervision is a violation of Part...

Страница 102: ...ppens the telephone company will provide advance notice in order for you to make necessary modifications to maintain uninterrupted service HEARING AID COMPATIBILITY This equipment the OfficeServ 7200 S is hearing aid compatible as specified in Part 68 of the FCC Rules EQUIPMENT WITH DIRECT INWARD DIALING DID THIS EQUIPMENT SHOULD BE OPERATED WITH PROPER ANSWER SUPERSIVISION FAILURE TO PROVIDE FOR ...

Страница 103: ... on Hold feature SAMSUNG TELECOMMUNICATIONS AMERICA hereby disclaims any liability arising out of failure to obtain such a license 6 5 DISA WARNING Lines that are used for the direct Inward System Access feature must have the disconnect supervision options provided by the telephone company WARNING As it is impossible to control who may access your DISA line it is suggested that you do not turn thi...

Страница 104: ...malfunction to an authorized STA Dealer within the war ranty period and not later than 30 days after the date of the malfunction whichever occurs first If the USER is unable to identify an authorized STA Dealer USER must provide written notice of the malfunc tion including proof of the date of purchase of the equipment and the serial number of the malfunc tioning Product to STA at its corporate of...

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